Systems and methods for location based call routing

ABSTRACT

Disclosed herein are a system, method, and computer-readable medium with instructions for recommending a service provider based on a user&#39;s approximate current location. The service provider may be recommended for a service that is verified under a user&#39;s insurance policy and is also within proximity to the user&#39;s approximate current location. The user&#39;s approximate current location may be determined by location-based technology. The entity that receives and/or recommends the service provider may initiate a request for the service from the service provider. Further embodiments are related to routing a call to provide information to the user that is responsive to the user&#39;s location-relevant request. For example, systems, such as an automotive telematics system, may request information and be routed to the appropriate division of a user&#39;s insurance provider such that the automotive telematics system can provide services to the user that are user-specific (e.g., covered by the user&#39;s insurance policy).

CROSS-REFERENCES TO RELATED APPLICATIONS

This application is a continuation application of U.S. patentapplication Ser. No. 15/237,533 filed Aug. 15, 2016, which is acontinuation application of U.S. application Ser. No. 12/061,324, filedApr. 2, 2008, now U.S. Pat. No. 9,426,293, issue date Aug. 23, 2016 eachof which is incorporated by reference herein in its entirety.

This application is related by subject matter to the embodimentsdisclosed in the following commonly assigned applications: U.S. patentapplication Ser. No. 12/061,316 and U.S. patent application Ser. No.12/061,336, each filed on and each entitled “Systems and Methods forLocation Based Call Routing.” The disclosure of each application isincorporated by reference herein in its entirety.

BACKGROUND

A service provider may provide services to a client based on need. Forexample, automotive telematic systems currently provide location-basedservices for vehicles over a wireless telecommunications network.Typically, the system instantly connects vehicle occupants to a serviceprovider for roadside services, for example, while automaticallyreporting the vehicle position. An automotive telematic system uses acellular phone for voice and data communications and an onboard globalpositioning system receiver for positioning. Typically, the automotivetelematics systems are activated manually by the user pushing a buttonor, alternatively, the system can activate automatically when one of thevehicle's safety sensors detects an emergency event, for example.Activation of the system results in a connection to a service providerand the user may be connected to a service provider advisor. These callcenters may initiate need-specific services depending on the needs ofthe user (e.g., roadside assistance, unlocking doors remotely).

Many companies operate customer service call centers where customers cancall for information, product support or to initiate a transaction.Typically, these customer service providers operate as a call center orcentralized office that answers incoming telephone calls from customers.In a call center the call is then typically answered by a telephonesystem known as an automatic call distributor (ACD) or private branchexchange (PBX). Subsequent routing of the calls is determined by thecall center. In telephone systems, an Automatic Call Distributor (ACD)is a device or system that may route incoming calls to a specific agent.The routing strategy is usually a rule-based set of instructions thattells the ACD how calls should be handled, often based on the user'sautomatic number identification (ANI).

The ANI is a feature of telephony intelligent network services thatpermits subscribers to display or capture the telephone numbers ofcalling parties. The ANI is similar to the use of a calling numberidentification system (caller ID) that transmits a callers number to thecalled party's telephone equipment during the ringing signal. Based onthe location linked to the party's telephone number, the caller may berouted to a unique location-relevant service provider. However the ANIlocates a static location and doesn't identify the location of a mobilelocation based on a mobile telephone number (e.g., cell phone number).

SUMMARY

Accordingly, a system, method, and computer-readable medium withinstructions are disclosed for recommending a service provider based ona user's approximate current location. The service provider may berecommended for a service that is verified under a user's insurancepolicy. The entity that receives and/or recommends the service providermay initiate a request for the service from the service provider.Further embodiments are related to routing a call from a user to provideinformation to the user that is responsive to the user'slocation-relevant request. Systems, such as an automotive telematicssystem, may request information and be routed by a call center for theuser's insurance provider such that the automotive telematics system canprovide services to the user that are user-specific (e.g., covered bythe user's insurance policy).

This Summary is provided to introduce a selection of concepts in asimplified form that are further described below in the DetailedDescription. This Summary is not intended to identify key features oressential features of the claimed subject matter, nor is it intended tobe used as an aid in determining the scope of the claimed subjectmatter.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 depicts an example system configured to verify services under auser's insurance policy and recommend service providers.

FIG. 2 depicts an example method of sending a recommendation for aservice provider to a user.

FIG. 3 depicts a method that identifies a requested service for a user,determines the user's approximate current location, and provides anotification with this information.

FIG. 4 depicts an example user utilizing the techniques disclosedherein.

FIG. 5 illustrates an example system for routing a call based on auser's approximate current location.

FIG. 6 depicts a method of routing a call based on a user'slocation-relevant request and the user's approximate current location.

FIG. 7 depicts a block diagram representing an exemplary computingdevice suitable for use in conjunction with implementing the systems andmethods described above.

FIG. 8 provides a schematic diagram of an exemplary networked ordistributed computing environment.

DETAILED DESCRIPTION

The subject matter of the disclosed embodiments is described withspecificity to meet statutory requirements. However, the descriptionitself is not intended to limit the scope of this patent. Rather, theclaimed subject matter might also be embodied in other ways, to includeelements similar to the ones described in this document in conjunctionwith other present or future technologies. Embodiments are related toproviding services to a mobile user that are linked to the user'sapproximate current location.

It would be desirable that the services initiated on behalf of the user,such as by an automated telematics system, were user-specific such thatthe services initiated correspond to the user's insurance policies andare available under and/or covered by the user's insurance policy. Itwould be desirable that call centers could route incoming calls based ona user's approximate current location. For example, it would bedesirable that any requests from a service provider to a user'sinsurance provider are routed to the proper destination based on theuser's need and the user's approximate current location.

FIG. 1 illustrates an example system 100 in which aspects of thetechniques described herein may be employed. System 100 may include user110, device 150, global positioning system (GPS) 160, a user database115, a location determination module 120, an insurance verificationmodule 135, a location comparison module 140, a service provider 155,and a call routing module 145. User 110, device 150, global positioningsystem (GPS) 160, a user database 115, a location determination module120, an insurance verification module 135, a location comparison module140, a service provider 155, and a call routing module 145 maycommunicate with one another by way of network 170, such as acommunications network.

The network 170 may include, for example, an intranet, the Internet, alocal area network (LAN), a wide area network (WAN), a public switchedtelephone network (PSTN), a cellular network, a voice over internetprotocol (VoIP) network, and the like, for example. The user 110 maycommunicate with location determination module 120 through device 150over the network, for example. Device 150 may be a wired or wirelessphone, a computer, a facsimile machine, an imbedded chip, a watch, or apersonal digital assistant (PDA), for example. Device 150 may include areceiver, such as, for example, a GPS receiver for receiving GPSinformation, such as coordinate and time information, related to device150.

Location determination module 120 may employ device 150 associated withuser 110 and GPS 160 to assist in a location determination process. Thedevice 150 that is associated with the user 110 may receive informationfrom and provide information to location determination module 120. GPScommunication module 125 may communicate with GPS 160 to obtain the GPSinformation of device 150. GPS information may include a timestamp withthe longitude and latitude coordinates of device 150. Alternately, thelocation may be in the form of an address, with a street number, city,and state, for example. Location determination module 120 may providethe determined location to the user database 115.

Location information pertaining to the user 110 may be received from avariety of types of position determining equipment having differentunderlying technologies, such as: GPS (Global Positioning System); angleof arrival (AOA); time difference of arrival (TDOA); Line of Sight(LOS); etc. FIG. 1 shows the use of GPS 160 to assist in thedetermination of the location of device 150 associated with user 110.For example, GPS 160 may include multiple satellites that orbit abovethe Earth. The GPS satellites may each contain a computer, an atomicclock, and a radio, operating to continuously broadcast its changingposition and time. A GPS receiver, such as the receiver in device 150,may contain a computer or processing unit operating to calculate theposition of the GPS receiver through receipt of time signals. Theposition may be calculated from three satellites through a processcalled trilateration or through a process called triangulation, forexample. The position may be provided in the form of a longitude andlatitude. The GPS receiver may further calculate altitude, speed oftravel, and direction of travel.

User 110 may have a subscription to or otherwise have access to aservice provider 155. The service provider 155 may be an entity thatmonitors a user's status and serves as a central unit for accessingservices needed by the user. The service provider 155 may be a customersupport center that communicates with the user. The service provider 155may field inquiries from the user, provide consulting advice, andrequest services to meet a user's needs. For example, the serviceprovider 155 could be an automotive service provider 155 thatcommunicates with the user to inform the user that the user's car needsservicing and initiate a request for service if authorized by the user.

The service provider location 130 may include modules for insuranceverification 135, location comparison 140, and call routing 145. Theservice provider location 130 may be the location of a service providerthat can perform a requested service on behalf of the user based on theuser's insurance policy and the user's approximate current location. Thecall routing module 145 may provide more efficient access to anappropriate insurance provider.

The insurance verification module 135 may process a request for servicefor a particular user, such as a request received from the serviceprovider 155. A user may be an insured user and the user's insuranceprovider may use the insurance verification module 135 to verify thatthe insured's insurance policy covers a requested service. The insuranceverification module 135 may identify the user and compare the user'srequested service to the user's insurance policy. If the servicerequested is one that is covered by the user's insurance policy, therequested serviced may be verified.

The location comparison module 140 may identify service providers thatperform a requested service. The location comparison module 140 mayutilize the user's approximate current location determined by thelocation determination module 120. If a service provider is within acertain range of the user, for example, the service provider may be arecommended service provider. In combination with the insuranceverification module 135, the location comparison module 140 may identifya service provider that is also one that provides a service verified bythe insurance verification module 135. The service provider may be onethat can be paid or applied as a contracted service through the insurer,where the action is dictated by the insurance policy. A recommendationfor the service provider may be sent to the user or the service provider155, for example, over the network 170. If the user calls from alocation that is identified to be a merchant, for example, the user isat a service provider's location, the insurance verification module 135may identify the service provider. The insurance verification module 135may use the identification to determine if the service provider providesany services that are covered by the user's insurance policy or coveredin any current agreements with the insurer.

The call routing module 145 may provide more efficient access to arepresentative within a host service that a user may communicate withover a communication channel. The host may include a plurality of nodes.For example, an insurance provider may host multiple nodes, where eachnode represents a different category of insurance (e.g., car insurance,life insurance, business insurance, etc). A user may access theinsurance provider over a communications channel and be routed to anappropriate node. Depending on the user's approximate current locationand type of information that the user is seeking, the user may be routedto one of the multiple nodes. For example, if the user is in a caraccident and connects to the hosting insurance provider via thecommunications channel, the user may be routed directly to a carinsurance agent that is located in proximity to the user's approximatecurrent location. The user may call a specific number that handles carinsurance claims and be routed to the closest insurance agent.Alternately, the user could call an insurance provider and provide inputas to the reason for the call, and then based on the user's reasons forcalling and the user's approximate current location, the call is routedto a particular node.

The user database 115 may be any form of data storage, including astorage module, device, or memory, for example. The user database 115may be provided as a database management system, an object-orienteddatabase management system, a relational database management system(e.g. DB2, Access, etc), a file system, or another conventional databasepackage. Further, the databases can be accessed via a Structure QueryLanguage (SQL), or other tools known to one of ordinary skill in theart.

The user database 115 may contain an inventory of user information, suchas a structured collection of records and/or data associated with theuser. User database 115 may operate to store multiple user identifiers,where each user identifier is associated with a user 110. A useridentifier may include information related to the user 110 and a device150 associated with the user. A user identifier associated with user 110may include an identification given to user 110 which may be, forexample, a randomly generated character and/or number string or a nameof user 110, arid information related to device 150 associated with user110, such as, for example, a mobile phone number. The user identifiermay be encrypted to ensure the privacy of the user.

The information in the user database 115 may be structured to enable aperson or program to extract desired information to share informationabout the user. For example, if the insurance verification module 135stores information in the user database 115 that identifies the user'sinsurance information, the service provider 155 may have access to suchinformation to better provide services to an insured. An entity such asthe location determination module 120 or insurance verification module135 may maintain and update the user database 115. For example, theservice provider 155, insurance verification module 135, and locationdetermination module 120 may store a log of requested service, theuser's insurance agent, and GPS information related to a user.

FIG. 2 depicts an example method of sending a recommendation for aservice provider to a user, where the recommendation is based on both averified service requested for the user and the user's approximatecurrent location. At 202, an entity such as an insurance provider mayreceive a notification that a user is requesting a particular service.The service may be one that is covered by an insurance policy. Thus, theuser may wish to know if the service is covered by insurance before theuser requests the service. At 204, the entity may receive the user'sapproximate current location. Thus, if a service is verified, the user'sapproximate current location may be used to identify a service providerin proximity to the user. Based on the notification of the requestedservice at 202 and the user's approximate current location at 204, acall to the insurance provider may be routed for more efficientprocessing of the request at 216. The routing of a call is described inmore detail with respect to FIG. 6.

At 206, the entity may verify that a requested service is covered by aninsured's policy. If the service is covered, the entity may send arecommendation at 208 for a service provider that is within proximity tothe user. The insurance provider may locate a preferred serviceprovider, such as a service provider that could provide the user withsavings. For example, car insurance providers typically use preferredauto body shops and may receive premium rates on behalf of the userlithe user uses them.

In addition, because an insurance provider may provide policies thatcover risks in more than one category, an insurance provider mayidentify additional services that are covered by the insured's policythat may be related to the requested service at 210. For example, autoinsurance typically covers both property risk and liability risk. Ahomeowner's insurance policy typically includes property insurancecovering damage to the home and the owner's belongings and sometimeshealth insurance for guests on the insured's property. In addition, theinsurance provider may be both the provider for a user's auto insuranceand health insurance and identify additional services beyond thoserequested at 202. At 212, the entity may initiate a request with arecommended service provider. And, at 214, the insurance provider mayinitiate an insurance claim.

FIG. 3 depicts a method of an entity that identifies a requested servicefor a user, determines the user's approximate current location, andprovides a notification with this information. For example, a serviceprovider 155 that provides customer support for a user or requestsservices on behalf of the user may seek a service provider to fulfillthe user's request that is in the best interest of the user. If theservice is one that may be covered by insurance, it is in the interestof the user to verify that the service is indeed covered by the user'sinsurance policy and further seek a service provider in proximity to theuser that can provide the service.

At 302, an entity such as a service provider 155 may identify a user'srequested service. At 304, the entity may determine the user'sapproximate current location. For example, the service provider 155 maycommunicate with a device associated with the user, where the device iscapable of communicating with location based technology. In order tofulfill the requested service, the service provider 155 may communicatewith a third party to ensure that the service requested is covered bythe user's insurance policy. At 306, the service provider 155 mayprovide a notification of the user's requested service and the user'sapproximate current location to a third party. The third party may bethe insured's insurance provider or another entity that has knowledge ofthe user's insurance coverage. For example, the service provider 155 mayaccess a user database 115 that is managed by a representative of theuser and provides the user's insurance coverage. Based on thenotification of the requested service at 306 and the user's approximatecurrent location at 304, a call to the insurance provider may be routedfor more efficient processing of the request at 316. The routing of acall is described in more detail with respect to FIG. 6.

At 308, the service provider 155 may receive a recommendation for aservice provider as a result of the notification provided at 306. Theservice provider may be a preferred service provider that provides theuser with additional benefits, such as discounted rates. Therecommendation may include a service provider and information about theservice provider, and may receive additional services available to theuser under the user's insurance at 310. At 312, the service provider 155may initiate a request for the service from a service provider. At 314,the service provider 155 may send the recommendation for the serviceprovider to the user or other third party. For example, the serviceprovider 155 may send the recommendation received for the serviceprovider to the user so that the user can decide to use the serviceprovider or not.

FIG. 4 depicts an example user 402 that has a need for a towing servicefollowing a car accident. FIG. 4 illustrates the methods of FIG. 1 andFIG. 2 provided by an insurance provider 412 and a service provider 410,respectively. However, the same entity may perform both methods. Forpurposes of this example, the example service provider 155 is anautomotive telematics system that communicates with a sensor on thevehicle 406.

A device 404 is associated with the user 402. The device has the abilityto communicate with location-based technology 408, shown as GPS 408.Alternately, a sensor on the vehicle 406, programmed to indicate astatus of the car to the service provider 410, may have the ability tocommunicate with location-based technology 408. The sensor on thevehicle 406 may notify the service provider 410 that the car is in anaccident and communicate the vehicle 406's position with a serviceprovider 410. Alternately, the device 404 may provide the request forservice along with the user's approximate current location. At 414, theautomotive telematics system identifies the user's request for a towservice and determines the user's approximate current location at 416 byrequesting the information from the vehicle 406 or device 404. At 418,the automotive telematics system provides a notification of the user'srequested service and the user's approximate current location to aninsurance provider 412.

The insurance provider may utilize a call routing procedure to moreefficiently process the request from the service provider 410. Themethod of routing the call is more sufficiently described with respectto FIG. 6.

At 422, the insurance provider receives the notification that the userhas requested a tow service for the user's damaged vehicle 406. With thenotification is the user's approximate current location. Alternately,the insurance provider could utilize location-based technology todetermine the user's approximate current location. At 426, the insuranceprovider verifies that the user is covered for a towing service underthe user's car insurance policy. If it is covered, the insuranceprovider may further determine if there are any preferred serviceproviders, for example, that offer discounted rates to the insuranceprovider's clients. The insurance provider may then send arecommendation at 428 for a towing service that is in proximity to theuser's approximate current location. The insurance provider may send therecommendation from 428 back to the service provider 410 who providedthe initial notification regarding the user's requested service. Theinsurance provider may also store the information in storage 434, whichmay be a user database 115.

Further, at 432 the insurance provider may identify additional servicesthat may be covered by the user's car insurance policy. For example, theinsurance provider may provide an indication to the user that a rentalcar is also available under the user's car insurance policy. At 430, theinsurance company may initiate a claim based on the accident.

The service provider 410 receives the recommendation for the serviceprovider at 436. If the insurance provider has not already initiated arequest to the service provider, the service provider 410 may initiatethe request at 438. Further, the service provider 410 may provide therecommendation to the user and let the user make the decision whether touse the recommended service provider.

Thus, the collaboration of the components of system 100, shown in FIG.4, may operate to provide a user with a recommended service providerthat is recommended based on both the user's insurance coverage and theuser's approximate current location. A service provider 410 such as thatdescribed may utilize the verification by an insurance provider or thelike to provide better service to its clients.

FIG. 5 illustrates an example system for routing a call based on auser's approximate current location. The call routing techniqueillustrated in FIG. 5 is referenced by the method depicted in both FIG.2 and FIG. 3. The user may be a mobile client 502 utilizing a mobiledevice 504 that is associated with the user 502. A mobile device 504,such as a cell phone, does not necessarily provide a user's locationbecause the ANI is not associated with the user's mobile location. Thus,a host that receives a call from the user may not know the user'slocation. Because it may be desirable to route a call from a user to anappropriate terminal point based on the user's approximate currentlocation, the host may determine the user's approximate current locationvia location-based technology (e.g., GPS 510).

An entity may host a plurality of nodes, such as a plurality ofdestinations for a call. The destinations may each be a representativeof the hosted service, for example. The entity may have a communicationschannel accessible via a call made or a phone number dialed, forexample, to reach a host with multiple nodes. The communications channelmay be a single, dedicated channel with access to multiple nodes. Forexample, a user may dial one toll-free number and access an entity,wherein the entity has a plurality of nodes that are each specific to aparticular function or geographic location.

The host 512, such as a host computer, may receive a call with alocation-relevant request 508 over the communication channel 506. Thehost may utilize a routing switch to route the call to one of any numberof nodes. The example nodes 1, 2, 3, 4, etc. in FIG. 5 are distinctbased on location, such as locations 1, 2, 3, 4, etc. Thus, the routingswitch 514 may direct the call to the appropriate node 1, 2, 3, 4, etc.based on the user's approximate current location, where the nodelocation corresponds to the user's approximate current location.

For example, the host 512 may be an insurance provider and the insuranceprovider may provide a switching system, such as the routing switch 514.Similar switching systems may be used with automatic call distributionfunctionality. A mobile client 502 may call a toll-free number to accessthe insurance provider, and thus multiple nodes, over a communicationchannel. The user's approximate current location is determined vialocation-based technology and the routing switch may route the callbased on the user's approximate current location. The insurance providermay also determine the relevance of the call to determine theappropriate node to which to route the call. Thus, a node may bedistinct based both on the category and the location of the caller. Forexample, node 1 could he a car insurance division of an insuranceprovider based out of a particular location. If the user is calling forcar insurance, and the user's approximate current location correspondsto location 1, then the user's call may be routed by the routing switchto node 1, for example. The user 502 may then have direct access to node1, whether it be an operator or other form of access to informationresponsive to the location-relevant information 526.

Thus, referring back to FIG. 4, if the service provider 410 provided anotification of a user's requested service and the user's approximatecurrent location, the call may be routed by the system depicted in FIG.5. The method of routing a call based on a user's location-relevantrequest and the user's approximate current location is depicted in FIG.6. At 602, an entity such as an insurance provider may host a pluralityof nodes. Each node may be a representative specific to differentcategories of services provided by the entity. For example, the host 512may be any service provider such as an insurance provider, anentertainment service, health care providers, or weather provider, forexample. A user 502 may call the host 512 and request location-relevantinformation regarding locally released movies or request a local healthcare provider that is covered under the user's insurance policy.

At 604, the entity may receive an incoming call with a user'slocation-relevant request. At 606, the host may determine the user'sapproximate current location to determine where to route the incomingcall at 608. The routing switch at the host server may route the call toone of multiple nodes. The call may thus reach the desired destinationmore efficiently. The user does not have to specify the user's locationand the host handling the call can automatically determine the user'sapproximate current location. The selected node may then returninformation responsive to the user's location relevant request at 610.

FIG. 7 depicts a block diagram representing an exemplary computingdevice suitable for use in conjunction with implementing the systems andmethods described above. For example, the computer executableinstructions that carry out the processes and methods described hereinmay reside and/or be executed in such a computing environment as shownin FIG. 7. The computing system environment 720 is only one example of asuitable computing environment and is not intended to suggest anylimitation as to the scope of use or functionality of the presentlydisclosed subject matter. Neither should the computing environment 720be interpreted as having any dependency or requirement relating to anyone or combination of components illustrated in the exemplary operatingenvironment 720.

Aspects of the presently disclosed subject matter are operational withnumerous other general purpose or special purpose computing systemenvironments or configurations. Examples of well known computingsystems, environments, and/or configurations that may be suitable foruse with the this subject matter include, but are not limited to,personal computers, server computers, hand-held or laptop devices,multiprocessor systems, microprocessor-based systems, set top boxes,programmable consumer electronics, network PCs, minicomputers, mainframecomputers, distributed computing environments that include any of theabove systems or devices, and the like.

Aspects of the presently disclosed subject matter may be implemented inthe general context of computer-executable instructions, such as programmodules, being executed by a computer. Generally, program modulesinclude routines, programs, objects, components, data structures, etc.that perform particular tasks or implement particular abstract datatypes. Aspects of the presently disclosed subject matter may also bepracticed in distributed computing environments where tasks areperformed by remote processing devices that are linked through acommunications network. In a distributed computing environment, programmodules may be located in both local and remote computer storage mediaincluding memory storage devices.

An exemplary system for implementing aspects of the presently disclosedsubject matter includes a general purpose computing device in the formof a computer 741. Components of computer 741 may include, but are notlimited to, a processing unit 759, a system memory 722, and a system bus721 that couples various system components including the system memoryto the processing unit 759. The system bus 721 may be any of severaltypes of bus structures including a memory bus or memory controller, aperipheral bus, and a local bus using any of a variety of busarchitectures. By way of example, and not limitation, such architecturesinclude Industry Standard Architecture (ISA) bus, Micro ChannelArchitecture (MCA) bus, Enhanced ISA (EISA) bus, Video ElectronicsStandards Association (VESA) local bus, and Peripheral ComponentInterconnect (PCI) bus also known as Mezzanine bus.

Computer 741 typically includes a variety of computer readable media.Computer readable media can be any available media that can be accessedby computer 741 and includes both volatile and nonvolatile media,removable and non-removable media. By way of example, and notlimitation, computer readable media may comprise computer storage mediaand communication media. Computer storage media includes both volatileand nonvolatile, removable and non-removable media implemented in anymethod or technology for storage of information such as computerreadable instructions, data structures, program modules or other data.Computer storage media includes, but is not limited to, RAM, ROM,EEPROM, flash memory or other memory technology, CD-ROM, digitalversatile disks (DVD) or other optical disk storage, magnetic cassettes,magnetic tape, magnetic disk storage or other magnetic storage devices,or any other medium which can be used to store the desired informationand which can accessed by computer 741. Communication media typicallyembodies computer readable instructions, data structures, programmodules or other data in a modulated data signal such as a carrier waveor other transport mechanism and includes any information deliverymedia. The term “modulated data signal” means a signal that has one ormore of its characteristics set or changed in such a manner as to encodeinformation in the signal. By way of example, and not limitation,communication media includes wired media such as a wired network ordirect-wired connection, and wireless media such as acoustic,radio-frequency (RF), infrared and other wireless media. Combinations ofthe any of the above should also be included within the scope ofcomputer readable media.

The system memory 722 includes computer storage media in the form orvolatile and/or nonvolatile memory such as read only memory (ROM) 723and random access memory (RAM) 760. A basic input/output system 724(BIOS), containing the basic routines that help to transfer informationbetween elements within computer 741, such as during start-up, istypically stored in ROM 723. RAM 760 typically contains data and/orprogram modules that are immediately accessible to and/or presentlybeing operated on by processing unit 759. By way of example, and notlimitation, FIG. 7 illustrates operating system 725, applicationprograms 726, other program modules 727, and program data 728.

The computer 741 may also include other removable/non-removable,volatile/nonvolatile computer storage media. By way of example only,FIG. 7 illustrates a hard disk drive 738 that reads from or writes tonon-removable, nonvolatile magnetic media, a magnetic disk drive 739that reads from or writes to a removable, nonvolatile magnetic disk 754,and an optical disk drive 740 that reads from or writes to a removable,nonvolatile optical disk 753 such as a CD ROM or other optical media.Other removable/non-removable, volatile/nonvolatile computer storagemedia that can be used in the exemplary operating environment include,but are not limited to, magnetic tape cassettes, flash memory cards,digital versatile disks, digital video tape, solid state RAM, solidstate ROM, and the like. The hard disk drive 738 is typically connectedto the system bus 721 through a non-removable memory interface such asinterface 734, and magnetic disk drive 739 and optical disk drive 740are typically connected to the system bus 721 by a removable memoryinterface, such as interface 735.

The drives and their associated computer storage media discussed aboveand illustrated in FIG. 7, provide storage of computer readableinstructions, data structures, program modules and other data for thecomputer 741. In FIG. 7, for example, hard disk drive 738 is illustratedas storing operating system 758, application programs 757, other programmodules 756, and program data 755. Note that these components can eitherbe the same as or different from operating system 725, applicationprograms 726, other program modules 727, and program data 728. Operatingsystem 758, application programs 755, other program modules 756, andprogram data 757 arc given different numbers here to illustrate that, ata minimum, they are different copies. A user may enter commands andinformation into the computer 741 through input devices such as akeyboard 751 and pointing device 752, commonly referred to as a mouse,trackball or touch pad. Other input devices (not shown) may include amicrophone, joystick, game pad, satellite dish, scanner, or the like.These and other input devices are often connected to the processing unit759 through a user input interface 736 that is coupled to the systembus, but may be connected by other interface and bus structures, such asa parallel port, game port or a universal serial bus (USB). A graphicsinterface 731 may also be connected to the system bus 721. One or moregraphics processing units (GPUs) 729 may communicate with graphicsinterface 731. A monitor 742 or other type of display device is alsoconnected to the system bus 721 via an interface, such as a videointerface 732, which may in turn communicate with video memory 730. Inaddition to the monitor, computers may also include other peripheraloutput devices such as speakers 744 and printer 743, which may beconnected through an output peripheral interface 733.

The computer 741 may operate in a networked environment using logicalconnections to one or more remote computers, such as a remote computer746. The remote computer 746 may be a personal computer, a server, arouter, a network PC, a peer device or other common network mode, andtypically includes many or all of the elements described above relativeto the computer 741, although only a memory storage device 745 has beenillustrated in FIG. 7. The logical connections depicted in FIG. 7include a local area network (LAN) 745 and a wide area network (WAN)749, but may also include other networks. Such networking environmentsare commonplace in offices, enterprise-wide computer networks, intranetsand the Internet.

When used in a LAN networking environment, the computer 741 is connectedto the LAN 745 through a network interface or adapter 737. When used ina WAN networking environment, the computer 741 typically includes amodem 750 or other means for establishing communications over the WAN749, such as the Internet. The modem 750, which may be internal orexternal, may be connected to the system bus 721 via the user inputinterface 736, or other appropriate mechanism. In a networkedenvironment, program modules depicted relative to the computer 741, orportions thereof, may be stored in the remote memory storage device. Byway of example, and not limitation, FIG. 7 illustrates remoteapplication programs 748 as residing on memory device 747. It will beappreciated that the network connections shown are exemplary and othermeans of establishing a communications link between the computers may beused.

It should be understood that the various techniques described herein maybe implemented in connection with hardware or software or, whereappropriate, with a combination of both. Thus, the methods and apparatusof the presently disclosed subject matter, or certain aspects orportions thereof, may take the form of program code (i.e., instructions)embodied in tangible media, such as floppy diskettes, CD-ROMs, harddrives, or any other machine-readable storage medium wherein, when theprogram code is loaded into and executed by a machine, such as acomputer, the machine becomes an apparatus for practicing the presentlydisclosed subject matter. In the case of program code execution onprogrammable computers, the computing device generally includes aprocessor, a storage medium readable by the processor (includingvolatile and non-volatile memory and/or storage elements), at least oneinput device, and at least one output device. One or more programs thatmay implement or utilize the processes described in connection with thepresently disclosed subject matter, e.g., through the use of an API,reusable controls, or the like. Such programs are preferably implementedin a high level procedural or object oriented programming language tocommunicate with a computer system. However, the program(s) can beimplemented in assembly or machine language, if desired. In any case,the language may be a compiled or interpreted language, and combinedwith hardware implementations.

FIG. 8 depicts an exemplary networked computing environment in whichmany computerized processes may be implemented to perform the processesdescribed above. One of ordinary skill in the art can appreciate thatnetworks can connect any computer or other client or server device, orin a distributed computing environment. In this regard, any computersystem or environment having any number of processing, memory, orstorage units, and any number of applications and processes occurringsimultaneously is considered suitable for use in connection with thesystems and methods provided.

Distributed computing provides sharing of computer resources andservices by exchange between computing devices and systems. Theseresources and services include the exchange of information, cachestorage and disk storage for files. Distributed computing takesadvantage of network connectivity, allowing clients to leverage theircollective power to benefit the entire enterprise. In this regard, avariety of devices may have applications, objects or resources that mayimplicate the processes described herein.

FIG. 8 provides a schematic diagram of an exemplary networked ordistributed computing environment. The environment comprises computingdevices 802, 804, 812, and 814 as well as objects 806, 808, and 810, anddatabase 816. Each of these entities 802, 804, 806, 808, 810, 812, 814,and 816 may comprise or make use of programs, methods, data stores,programmable logic, etc. The entities 802, 804, 806, 808, 810, 812, 814,and 816 may span portions of the same or different devices such as PDAs,audio/video devices, MP3 players, personal computers, etc. Each entity802, 804, 806, 808, 810, 812, 814, and 816 can communicate with anotherentity 802, 804, 806, 808, 810, 812, 814, and 816 by way of thecommunications network 870. In this regard, any entity may beresponsible for the maintenance and updating of a database 816 or otherstorage clement.

This network 870 represents multiple interconnected networks. Inaccordance with an aspect of the presently disclosed subject matter,each entity 802, 804, 806, 808, 810, 812, 814, and 816 may containdiscrete functional program modules that might make use of an API, orother object, software, firmware and/or hardware, to request services ofone or more of the other entities 802, 804, 806, 808, 810, 812, 814, and816.

It can also be appreciated that an object, such as 810, may be hosted onanother computing device 812. Thus, although the physical environmentdepicted may show the connected devices as computers, such illustrationis merely exemplary and the physical environment may alternatively bedepicted or described comprising various digital devices such as PDAs,televisions, MP3 players, etc., software objects such as interfaces, COMobjects and the like.

There are a variety of systems, components, and network configurationsthat support distributed computing environments. For example, computingsystems may be connected together by wired or wireless systems, by localnetworks or widely distributed networks. Currently, many networks arecoupled to the Internet, which provides an infrastructure for widelydistributed computing and encompasses many different networks. Any suchinfrastructures, whether coupled to the Internet or not, may be used inconjunction with the systems and methods provided.

A network infrastructure may enable a host of network topologies such asclient/server, peer-to-peer, or hybrid architectures. The “client” is amember of a class or group that uses the services of another class orgroup to which it is not related. In computing, a client is a process,i.e., roughly a set of instructions or tasks, that requests a serviceprovided by another program. The client process utilizes the requestedservice without having to “know” any working details about the otherprogram or the service itself. In a client/server architecture,particularly a networked system, a client is usually a computer thataccesses shared network resources provided by another computer, e.g., aserver. In the example of FIG. 7, any entity 802, 804, 806, 808, 810,812, 814, and 816 can be considered a client, a server, or both,depending on the circumstances.

A server is typically, though not necessarily, a remote computer systemaccessible over a remote or local network, such as the Internet. Theclient process may be active in a first computer system, and the serverprocess may be active in a second computer system, communicating withone another over a communications medium, thus providing distributedfunctionality and allowing multiple clients to take advantage of theinformation-gathering capabilities of the server. Any software objectsmay be distributed across multiple computing devices or objects.

Client(s) and server(s) communicate with one another utilizing thefunctionality provided by protocol layer(s). For example, HyperTextTransfer Protocol (HTTP) is a common protocol that is used inconjunction with the World Wide Web (WWW), or “the Web.” Typically, acomputer network address such as an Internet Protocol (IP) address orother reference such as a Universal Resource Locator (URL) can be usedto identify the server or client computers to each other. The networkaddress can be referred to as a URL address. Communication can beprovided over a communications medium, e.g., client(s) and server(s) maybe coupled to one another via TCP/IP connection(s) for high-capacitycommunication.

In light of the diverse computing environments that may be builtaccording to the general framework provided in FIG. 8 and the furtherdiversification that can occur in computing in a network environmentsuch as that of FIG. 8, the systems and methods provided herein cannotbe construed as limited in any way to a particular computingarchitecture or operating system. Instead, the presently disclosedsubject matter should not be limited to any single embodiment, butrather should be construed in breadth and scope in accordance with theappended claims.

Although exemplary embodiments may refer to utilizing aspects of thepresently disclosed subject matter in the context of one or morestand-alone computer systems, the said subject matter is not so limited,but rather may be implemented in connection with any computingenvironment, such as a network or distributed computing environment.Still further, aspects of the presently disclosed subject matter may beimplemented in or across a plurality of processing chips or devices, andstorage may similarly be affected across a plurality of devices. Suchdevices might include personal computers, network servers, handhelddevices, supercomputers, or computers integrated into other systems.

As is apparent from the above, all or portions of the various systems,methods, and aspects of the present embodiments may be embodied inhardware, software, or a combination of both. It is noted that theforegoing examples have been provided merely for the purpose ofexplanation and are in no way to be construed as limiting. While theembodiments have been described with reference to various embodiments,it is understood that the words which have been used herein are words ofdescription and illustration, rather than words of limitation. Further,although the embodiments been described herein with reference toparticular means, materials, the embodiments are not intended to belimited to the particulars disclosed herein; rather, the embodimentextends to all functionally equivalent structures, methods and uses,such as are within the scope of the appended claims.

What is claimed is:
 1. A computer-implemented method comprising: receiving, by a computer, a service request associated with a vehicle; receiving, by the computer and from an electronic sensing and communication assembly integrated with the vehicle, first data indicative of a vehicle damage category and a current location of the vehicle; receiving, by the computer, a call from a mobile electronic device separate from the electronic sensing and communication assembly; identifying, by the computer, that the mobile electronic device is associated with the vehicle based on an identifier of the mobile electronic device; retrieving, by the computer, an insurance profile of the vehicle, wherein the insurance profile includes second data indicative of types of damage insured under the insurance profile; determining, by the computer and based on a comparison between the first data and the second data, that the vehicle damage category is insured under the insurance profile; in response to determining that the vehicle damage category is insured under the insurance profile, routing, by the computer and based on the second data, the call from the mobile electronic device to a call-center representative; and transmitting, by the computer and in response to the service request, a notification to the mobile electronic device containing a service provider corresponding to the service request, the service provider located within a predetermined proximity to the current location of the vehicle.
 2. The method of claim 1, further comprising transmitting, by the computer, a second notification to the service provider.
 3. The method of claim 1, wherein the call-center representative is within a predetermined proximity to the current location of the vehicle.
 4. The method of claim 1, wherein the computer is managed by an insurance provider.
 5. The method of claim 1, further comprising initiating, by the computer, a claim corresponding to the service request.
 6. A computer system comprising: an electronic sensing and communication assembly integrated with a vehicle of a user; a mobile electronic device separate from the electronic sensing and communication assembly and configured to establish a communication session between the user and a computer, wherein the computer is in communication with the electronic sensing and communication assembly and is configured to: receive a service request associated with the vehicle; receive, from the electronic sensing and communication assembly, first data indicative of a vehicle damage category and a current location of the vehicle; receive a call from the mobile electronic device; identify that the mobile electronic device is associated with the vehicle based on an identifier of the mobile electronic device; retrieve an insurance profile of the vehicle, wherein the insurance profile includes second data indicative of types of damage insured under the insurance profile; determine, based on a comparison between the first data and the second data, that the vehicle damage category is insured under the insurance profile; in response to determining that the vehicle damage category is insured under the insurance profile, route the call from the mobile electronic device to a call-center representative; and transmit, in response to the service request, a notification to the mobile electronic device containing a service provider corresponding to the service request, the service provider located within a predetermined proximity to the current location of the vehicle.
 7. The computer system of claim 6, wherein the computer is further configured to transmit a second notification to the service provider.
 8. The computer system of claim 6, wherein the call-center representative is within a predetermined proximity to the current location of the vehicle.
 9. The computer system of claim 6, wherein the computer is managed by an insurance provider.
 10. The computer system of claim 6, wherein the computer is further configured to initiate a claim corresponding to the request.
 11. A non-transitory computer-readable storage medium comprising computer-readable instructions for performing a computer-implemented method, the computer-readable instructions comprising instructions for: receiving a service request associated with a vehicle; receiving, from an electronic sensing and communication assembly, first data indicative of a vehicle damage category and a current location of the vehicle; receiving a call from a mobile electronic device separate from the electronic sensing and communication assembly; identifying that the mobile electronic device is associated with the vehicle based on an identifier of the mobile electronic device; retrieving an insurance profile of the vehicle, wherein the insurance profile includes second data indicative of types of damage insured under the insurance profile; determining, based on a comparison between the first data and the second data, that the vehicle damage category is insured under the insurance profile; in response to determining that the vehicle damage category is insured under the insurance profile, routing the call from the mobile electronic device to a call-center representative; and transmitting, in response to the service request, a notification to the mobile electronic device containing a service provider corresponding to the service request, the service provider located within a predetermined proximity to the current location of the vehicle.
 12. The non-transitory computer-readable storage medium of claim 11, wherein the computer-readable instructions comprise instructions for transmitting a second notification to the service provider.
 13. The non-transitory computer-readable storage medium of claim 11, wherein the call-center representative is within a predetermined proximity to the current location of the vehicle. 